Hi Mickael,

The reason behind why an email coming through to the service desk is always marked as an Incident is because service requests can be raised from the Customer Portal on Freshservice as they are always pre-defined to get specific information, often exhaustive.

As a workaround, we can configure workflows, but we would recommend encouraging users to use the Service Catalog instead to raise a Service Request. Using a workflow, you can create a Service Request from the Incident ticket that was created and then proceed to delete the Incident ticket.

Additionally, studying patterns on the most frequently asked service requests that come in via an email will help your create new service items, thereby reducing the hassle of converting the Incidents to Service Requests.

The idea here is to continually create service request forms (service items) which are customised to get maximum information from the requester, which might otherwise be missed over emails.

Whilst we understand that it can be a hassle to have complex workflows read subject lines and assign tickets to the groups accordingly, encouraging your requesters to use the self-service portal has the following benefits:

1. Better reporting
2. Efficient analysis of request trends
3. Reduction in the number of email conversations between the Agent and the requester.

I trust this helps you out to you. Happy supporting!

Regards,

Gautham